Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Help customers navigate financial difficulties through effective communication and tailored solutions.
- Company: OSB Group is a specialist mortgage lender focused on customer care and employee engagement.
- Benefits: Enjoy hybrid working, enhanced family benefits, and an annual bonus opportunity.
- Why this job: Make a real impact by supporting customers during tough times in a rewarding role.
- Qualifications: Experience in financial services with strong communication and negotiation skills required.
- Other info: Flexible part-time shifts available; we embrace diversity and encourage all to apply.
The predicted salary is between 25000 - 28000 £ per year.
About the team: The Financial Support Team are here to support our customers whenever they are experiencing financial difficulties. We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments. We have a passion for doing the right thing for customers and ensuring that we fulfil all of our obligations.
What you will be doing: This is a contact centre based position where as Financial Support Consultant you will be liaising with customers over the phone, via email, via letter and utilising text messages. You will need to spend time reviewing their financial situation and understanding their individual circumstances. You will then work with our customers on a tailored solution to aid with the clearance of their arrears whilst delivering outstanding customer service.
Your responsibilities will include:
- Communicating effectively with customers to understand their financial situation, asking exploratory questions in order to agree suitable arrangements for repayment
- Using a variety of communication channels to ensure timely interaction with customers predominantly via telephone, but also via email and letters
- Ensuring a consistently high level of customer service
- Making business and customer orientated decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journey
- Identifying customers that show signs of vulnerability and working within the Group's framework to ensure suitable steps are taken
- Updating system notes to accurately reflect the conversation with the customer
- Developing your overall performance based on feedback shared from the Quality Assurance team regarding the quality of your call handling, case handling and effectiveness
This is a challenging and highly rewarding role, supporting our customers at their most difficult times to find the best outcome to support their financial needs. You will be provided with full training on how to deal with various types of queries, and how to ask the right questions to negotiate and work with the customer to find a suitable solution.
The hours of work will be 35 hours per week with differing working patterns between 0800 - 1800 hours. We also offer part time positions with shifts of 0800 - 1300 hours or 1300 - 1800 hours.
What’s in it for you? We offer a full time base salary dependent on experience of between £25,000 - £28,000 and a competitive benefits package including:
- Enhanced family-focused benefits
- Hybrid-working
- Annual bonus opportunity
About us: OSB Group is a specialist mortgage lender and retail savings bank. Alongside passion for our products and customers, we’re passionate about our people and want to continue building a collaborative and engaging environment!
Do you have the skills? We are looking for talented individuals who have the skills set out below:
- Previous work experience in a financial services or regulated environment in a customer focused arrears role
- Comfortable speaking to customers on the phone and dealing with a high volume of calls
- Strong verbal negotiation, communication, empathy and listening skills
Next steps: Interested? Apply now! Still considering? Hear from our team or learn more about our recruitment process. We believe in a personalised and inclusive approach, ensuring the process is relevant and conversational. If you need any adjustments or support, we’re here to make sure you can show your best self.
Diversity, Equity & Inclusion: Not sure if you meet all the criteria? Let us decide. Studies show that candidates from underrepresented backgrounds often feel they need to meet 100% of the criteria before applying. At OSB, we value the unique perspectives and experiences that diversity brings. We’re committed to creating an inclusive space where everyone feels empowered to apply - even if you don’t check every box. We actively promote diversity at all levels, with Board-level Diversity Champions monitoring our progress. We’re proud to be signatories of the Women in Finance Charter, supporting the growth of senior women in our sector. Our commitment extends to treating all employees and applicants equitably, ensuring fairness and respect for all.
Mortgage Collections Consultant - Wolverhampton employer: OSB
Contact Detail:
OSB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mortgage Collections Consultant - Wolverhampton
✨Tip Number 1
Familiarise yourself with the mortgage industry and the specific challenges customers face when dealing with arrears. Understanding common financial difficulties will help you empathise with customers and provide tailored solutions.
✨Tip Number 2
Practice your communication skills, especially over the phone. Role-playing scenarios with friends or family can help you become more comfortable in handling difficult conversations and negotiating repayment plans.
✨Tip Number 3
Research OSB Group's values and commitment to customer service. Being able to articulate how your personal values align with theirs during an interview can set you apart from other candidates.
✨Tip Number 4
Prepare questions to ask during the interview that demonstrate your interest in the role and the company. Inquiring about training opportunities or team dynamics shows that you're keen to contribute positively to the Financial Support Team.
We think you need these skills to ace Mortgage Collections Consultant - Wolverhampton
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Mortgage Collections Consultant. Familiarise yourself with the skills required, such as effective communication and empathy, as well as the importance of delivering tailored solutions for customers.
Tailor Your CV: Highlight your previous experience in financial services or customer-focused roles. Emphasise any relevant skills such as negotiation, communication, and your ability to handle high volumes of calls. Make sure your CV reflects how you can contribute to the team’s goal of supporting customers in financial difficulties.
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for helping customers and your understanding of their financial challenges. Mention specific examples from your past experiences that demonstrate your ability to communicate effectively and negotiate suitable repayment arrangements.
Proofread Your Application: Before submitting your application, take the time to proofread your CV and cover letter. Check for any spelling or grammatical errors, and ensure that your documents are clear and professional. A polished application reflects your attention to detail and commitment to quality.
How to prepare for a job interview at OSB
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Mortgage Collections Consultant. Familiarise yourself with the key tasks such as communicating with customers about their financial situations and providing tailored solutions.
✨Show Empathy and Communication Skills
Since this role involves dealing with customers in financial distress, it's crucial to demonstrate your empathy and strong communication skills. Prepare examples from your past experiences where you've successfully handled sensitive conversations.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about how you would handle various customer situations, especially those involving vulnerability, and be ready to discuss your thought process.
✨Highlight Relevant Experience
If you have previous experience in financial services or a customer-focused arrears role, make sure to highlight this during your interview. Discuss specific instances where you made a positive impact on customer outcomes.
